Call Center Supervisor (Italian-speaking)

United Call Centers; Palermo; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

United Call Centers, entreprise dynamique en pleine croissance, recherche un Supervisor pour gérer les performances des agents et assurer un service client de qualité. Vous jouerez un rôle clé dans les opérations quotidiennes et le coaching de l'équipe, en apportant une forte attention à l'excellence opérationnelle et à l'engagement des employés. Rejoignez une entreprise innovante où vous pourrez gérer votre propre emploi du temps et développer vos compétences en leadership.

Servizi

Contrat indépendant

Flexibilité de gestion du temps

Salaire compétitif

Opportunités de développement professionnel

Competenze

• Expérience avérée en leadership d'équipe ou gestion de service client dans un environnement d'appel.
• Compétences professionnelles en italien et en anglais.
• Capacité à gérer plusieurs tâches et à prioriser efficacement.

Mansioni

• Superviser l'attendance, la performance et le comportement des agents.
• Organiser des formations pour les nouveaux et des rafraîchissements.
• Conduire des réunions individuelles mensuelles et des examens de performance réguliers.

Conoscenze

Leadership

Communication

Coaching

Organisation

Résolution de problèmes

Strumenti

Outils CRM

Processus QA

Descrizione del lavoro

United Call Centers is a dynamic and fast-growing customer service company committed to delivering outstanding support to our clients worldwide. We are currently seeking a motivated Italian speaking

to join our team and lead our agents toward success by ensuring high performance, operational excellence, and a positive work environment.

As a Supervisor, you will report directly to the Customer Success Manager and play a key role in overseeing agent performance, daily operations, training, and coaching. You will ensure service targets are consistently met and foster a motivated, efficient, and compliant team.

Key Responsibilities Monitor and manage agent attendance, performance, and behaviour Track and coach agents on performance targets (AHT, productivity, QA) Set goals aligned with company objectives and communicate them clearly Conduct monthly one-on-one meetings and regular performance reviews Manage agent work schedules to ensure adequate coverage Lead new starter and refresher trainings, including knowledge assessments Maintain and update training materials and Knowledge Base resources Oversee daily performance monitoring for all supported markets (Call SLA, Email SLA, ABR, etc.) Immediately report any issues or incidents affecting service delivery Support the Customer Success Manager with ad-hoc tasks Organize workflows and delegate tasks efficiently Receive and resolve complaints professionally Maintain accurate timekeeping Conduct and review QA audits and provide agent feedback Assist with administrative tasks related to campaigns

What We’re Looking For Proven experience in team leadership or customer service management in a call center environment Professional Italian and English language skills Strong communication and coaching skills Ability to handle multiple tasks and prioritize effectively Excellent organizational and problem-solving abilities Familiarity with CRM tools and QA processes is a plus Proactive attitude with the ability to work independently and as part of a team Commitment to maintaining high service standards and compliance

Why Join Us? Work remotely and enjoy the flexibility of a

self-employed contract Manage your own schedule while leading a motivated team Competitive pay Opportunity to develop your leadership skills and grow professionally Be part of an innovative company that values autonomy and results

Ready to lead a successful team and make an impact? Apply today!